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1.
Professional CSI Campaigns
Direct Opinions has the knowledge and experience
required to create and execute a successful CSI campaign.
Direct Opinions’ has devoted over 23 years to developing our
successful, proprietary Customer Follow-Up survey
methodology and technology.
2.
Immediate, Systematic Customer Complaint Notification
Call Detail Reports are delivered the next business day after contact. This allows you to address and resolve any complaints before the issue escalates, allowing you to take control of the situation. An unhappy customer will tell 9 to 10 of their friends about their experience. However, the prompt identification and resolution of issues can transform that person into a loyal, repeat customer.
3.
Digitally Recorded Calls
Every call is digitally recorded and available at your request. Our digital recordings provide a first-hand, unfiltered record of your customer’s compliments or concerns.
4.
On-Line Reporting Option
An On-Line Reporting option is available which allows you to review survey results and individual customer comments daily. The site allows you to click on a Call Recording button for each completed survey to directly and immediately hear the voice of your customer.
5.
Professional, Courteous, Articulate Representation
Our experienced, professional interviewers are trained on telephone skills that are important in a customer contact environment. They understand the goals of the follow-up program and recognize the importance of representing you, the customer.
6.
Consistent Approach
A consistent approach is required to achieve successful results. It is often difficult to dedicate an in-house staff person to conduct Customer Follow-Up calls, as other priorities typically arise on a daily basis. We are placing calls to your customers five to six days per week, weekdays, evenings and weekends. Our continuous efforts free-up your staff to focus on the priorities of your choice.
7.
Unbiased Results
Our service provides unbiased, unfiltered, objective results. Our interviewers are trained to handle customer complaints in a professional, responsive manner that does not result in defensive behaviors.
8.
Delivering Actionable Information
Through our proprietary survey process, we have developed automated documentation and reporting systems designed around the needs of our customers. The process does not stop once the call is completed. We compile the responses and create a reporting format that allows you to see the big picture. Direct Opinions’ month end reports are clear and concise. We include information that allows you to view and track CSI trends for each location as well as individual employees.
9.
Compliance
We provide all necessary reports for manufacturer’s audit purposes including Blue Oval, Five Star, and Premier. We back our service by our Performance Guarantee. We respond immediately to any changes made by the manufacturers.
10.
Eliminate Turnover Trauma
If you entrust your calls CSI to a staff member, when they leave your employment, so does your Customer Follow-Up program. Direct Opinions has a full-time staff dedicated to providing outstanding Customer Follow-Up services. Our success does not depend solely on one or two people. |
